Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.

Calculating Average Handle Time in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).

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Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

7 Ways to Reduce Average Handling Time in your Call Center

LiveChat

This is the second time I am calling you people for the same problem. On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’.

Call Center Metrics: Examples, Tips & Best Practices

Callminer

Depending on your call center’s primary functions, certain metrics may prove meaningless and unusable in a practical sense, while others can be pivotal in assessing performance and improving over time. Average Handle Time. Average Call Length.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. Social media metrics.

Call Center Analytics and Metrics

Monet Software

How well agents perform their jobs, and how well they adhere to company policies and procedures has a direct impact on KPIs and other critical metrics. Managers should always be seeking out ideas to turn average agents into leaders, and great agents into superstars.

Contact Center Metrics ARE Customer Experience Metrics

Customer Service Life

I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. But how many would list quality assurance, a standard contact center metric, as a customer experience metric?

The Ultimate Guide to Customer Support Metrics

Kayako

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Performance metrics.

Customer Experience Metrics That Keep the Pulse on Friction-Free Support

Kayako

Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Productivity is not the only metric that matters. What are customer experience metrics?

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. If we generated every possible report, not only would we never have enough time to read, review and understand the reports, but we would likely increase confusion and ambiguity regarding the centers’ performance. Agent Metrics & Reporting. Login time. Available time.

TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3

CrazyCall

Thanks for coming back to read “TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3”! In our previous blog posts, we’ve discussed the most basic inbound and outbound call center metrics to help you ensure customer satisfaction and keep your call center agents organized.

Addressing metrics gaps between bot-led and human-led service

Comm100

Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics. But how should human versus chatbot metrics be treated? Reflect on Your Metrics.

A Cheat Sheet for Innovative Contact Center Metrics

Talkdesk

Intermediary metrics, however, play an immensely important role in diagnosing performance, identifying challenges and uncovering opportunities. Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest.

Addressing metrics gaps between bot-led and human-led service

Comm100

Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics. But how should human versus chatbot metrics be treated? Reflect on Your Metrics.

What KPIs Would You Use to Rate your Customer Service Agents? 7 Agent-First Call Center Reporting Metrics Explained

SharpenCX

Or do you go easy when it comes to call center reporting metrics? Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. You’re working to keep your productivity metrics sky high and increasing every month.

3 Call Center Metrics That Don’t Work for Social

Talkdesk

Now, more than ever, it is time to adjust traditional call center terminology in an effort to accommodate this shift in use of new technology to connect with customers. AHT – Average Handle Time. At its core, AHT is the average length of time an agent spends talking to a customer to resolve their issue. For example, it is typical to have a higher AHT for a sales department than it is for a level one service department that handles basic questions.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Average Waiting Time.

Know How You Measure Up and See all the Difference: How your Team can Beat the Industry Standards of these Three Popular Call Center Metrics

SharpenCX

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Metrics in the workplace are incredibly helpful. It holds them accountable and helps you give good, specific recognition. Gallup also found employees who think their manager holds them accountable for performance are 2.5x Metrics motivate, create feedback channels, and provide employees with clarity in their work. Wait Time.

5 Popular Call Center Benchmarks – How Do You Stack Up?

Fonolo

Some call center benchmarks are a waste of time and resources, at best. Average Call Duration. Average Speed of Answer. Maybe you’re exceeding metrics in some categories, but need a little boost in others. Average Call Duration. Average Speed of Answer.

Guest Blog: Are You Setting the Right Customer Experience Goals?

ShepHyken

It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Given the current state of technology, your strategic goals must now go beyond improving metrics.

How to Boost Call Center Forecasting Accuracy

Monet Software

Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. Adapting to Change in Real Time.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. In contrast, a PBX system would need hefty installation resource to cater for this business demand; installation resource that you necessarily haven’t got time for or can afford.

The Agent Churn Cycle: Why It Happens and How to Prevent It

Callminer

The industry’s employee turnover rates remain more than double the average for all other U.S. By analyzing 100% of phone calls in real-time, it allows agents to pinpoint exactly where they can improve, but also sheds light on the areas they’re excelling in.

Why Artificial Intelligence is an Agent’s New Best Friend

Natalie Petouhof

And since customer experience directly affects revenue, it’s about time an agent’s job got a little easier and more enjoyable so they can better serve the customer. Imagine taking a calculator away from an accountant? It’s time things changed for both the agent and Customer Service departments. Rather than taking jobs away, AI is blending the best of human intelligence with AI, to provide improved, seamless experiences and at the same time improve agent’s job satisfaction.

How Important is First Call Resolution for SMB Contact Centers?

Voxjar

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. According to a study done by Customer Relationship Metrics, CSAT will be 35-40% lower when a second call is made for the same issue. And this feedback needs to be timely.

How to Measure & Improve Call Center Average Speed of Answer

Callminer

Average speed of answer is, at the most basic level, about running an effective call center by finding the fastest path to having customers’ questions answered or issues resolved. Average speed of answer is one of the most important metrics for call centers to measure.

Building Blocks of Workforce Management

Insite Managed Solutions

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. Forecasting & Requirements – Once you have your metrics, you should now understand what drives your business.

Next Issue Avoidance – How contact centers can preempt follow-up calls

TechSee

Next Issue Avoidance (NIA) is a metric used by a growing number of customer service departments, one that encourages and enables agents to predict likely problems. NIA: The balancing metric. Reconsider time-based KPIs. Many common customer issues can be easily predicted.

5 ways of delivering CX reporting best practice

Eptica

To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links.

How to Calculate the ROI of the Customer Service Arm of Your Business (So You can Measure, Then Improve Call Center Operations)

SharpenCX

Think through the costs associated with your agents’ time, the resources they access and the technology they use. FTE Costs: What’s the average salary for your agents and supervisors? And, how much does it cost your agents to handle each interaction?

RapportBoost’s CEO, Jenny Craig USA’s Director of North America’s Sales Center, to co-present Mitel-Sponsored Webinar on turning contact centers into profit centers Oct. 23

RapportBoost

– holding teams accountable, while having fun. Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics.

Five Signs That It’s Time for a Fresh Start With Quality Management

Monet Software

Quality management starts with the establishment of specific performance goals that hold agents accountable for their achievement. Everyone isn’t on the same page Sometimes contact center performance metrics and quality guidelines get in each other’s way. If a metric like average handle time has to occasionally be set aside so an agent can spend a few more moments and keep a customer, such actions should not only be allowed, but also encouraged.

Scheduling Software for Call Centers: Buying Tips & Best Practices

Callminer

Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. “Take the time to read user reviews as they can give you great insight into how the software functions.

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. How WFM and QM combine to engage an offsite call center workforce and deliver superior CX.

Making it easier for your agents to deliver superior CX

Eptica

At the same time, working in customer service is a stressful and high-pressure job. No wonder that an average of 21% of agents leave their jobs every year, with more than 1 in 5 companies experiencing annual attrition rates of over 30%, according to Contact Babel.

“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

These were significant roles at a big national brand that only someone with the skill to lead large memberships could handle. “I Yet another manager, this time from Scotiabank, offered this memorable thought: “If you make the right decision on the spot, the better the customer experience.

When should you be recruiting your next support agent?

Kayako

Take into account the added time it takes to recruit, interview and train the newbie (plus the projects that get dropped due to time restraints) and it all adds up to one really stressed out support team. Calculate non-ticket time. Sick time/absenteeism.

4 AI elements to flatten the contact center curve

Talkdesk

A cloud contact center easily scales up and down to meet volatile demand while maintaining call quality and enabling analytics tools that provide insights in real-time. Successfully managing and balancing these metrics is especially crucial in a time of crisis.

Christmas in July? Prepare Your Holiday Season Customer Service Now

TLC Associates

And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. Let’s start with the timing of your workforce escalation. July is the perfect time to reflect on last year’s holiday customer service. You have the distance to review macro-level trends with a clear head and enough time before the 2019 season to gear up your workforce and training programs.